NICE Infuses Forecasting with Artificial Intelligence, Taking its Workforce Management Solution to the Next Level

NICE announced that enterprises can enhance their forecasting capabilities with artificial intelligence (AI), boost employee engagement, and improve workforce resilience by adopting the latest NICE Workforce Management (WFM) solution. Continue reading NICE Infuses Forecasting with Artificial Intelligence, Taking its Workforce Management Solution to the Next Level

Genesys Support for Oracle Cloud Infrastructure Opens New Markets for Omnichannel Customer Experience Solution PureEngage

Genesys®, a global leader in omnichannel customer experience and contact centre solutions, announced Genesys PureEngage is now available to customers on Oracle Cloud Infrastructure. Enterprises can now run Genesys PureEngage on Oracle Cloud Infrastructure, benefiting from powerful integrations to Oracle Customer Experience (CX), CRM and Analytics. Continue reading Genesys Support for Oracle Cloud Infrastructure Opens New Markets for Omnichannel Customer Experience Solution PureEngage

Citizens Advice Scotland Calls On Avaya

Citizens Advice Scotland (CAS), the national element of the largest independent advice network in Scotland, has chosen Avaya to provide the technology behind the Patient Advice & Support Service (PASS), a new 0800 helpline service for anyone who wants to give feedback, or raise comments, concerns or complaints about NHS treatment in Scotland. Continue reading Citizens Advice Scotland Calls On Avaya

Salesforce Announces Financial Services Cloud for Retail Banking—Unlocking the Full Power of the Bank to Strengthen Customer Loyalty

Salesforce, the global leader in CRM announced Financial Services Cloud for Retail Banking, a new industry application that enables retail banks to deliver the highly personalized, intelligent and connected banking experiences that consumers expect. Now every bank employee, from the personal banker to the teller to the mortgage officer, can have a complete view of their customers and work collaboratively to exceed expectations. Continue reading Salesforce Announces Financial Services Cloud for Retail Banking—Unlocking the Full Power of the Bank to Strengthen Customer Loyalty

Jacada Visual IVR Launched Into Japanese Market by Dimension Data – NTT Neomeit Partnership

Jacada announced that Jacada Visual IVR will be launched for the first time in Japan by Dimension Data Japan (DDJ) in collaboration with its partner NTT-Neomeit. The launch of “AQStage Visual IVR” is designed in response to the demand of reducing the volume of calls entering contact centers as well as to shorten call handle times. Continue reading Jacada Visual IVR Launched Into Japanese Market by Dimension Data – NTT Neomeit Partnership

WEBTEXT Upgrades Cisco Contact Centre with New Facebook Messaging Features & Chatbot Escalation

WEBTEXT, a leading provider of enterprise messaging, announced it has significantly expanded person to person messaging across all Cisco contact center platforms, including, into AI chatbots with automatic escalation to a UCCX, UCCE and PCCE contact center live messaging agent. Continue reading WEBTEXT Upgrades Cisco Contact Centre with New Facebook Messaging Features & Chatbot Escalation